Service Desk Manager (IT Service Desk BPO) |

Gratitude Philippines; Taguig; On-site; PHP 1,421,784 - 1,703,016; Full time

Job summary

A leading service provider in the Philippines is looking for a Service Desk Manager to oversee IT service delivery for key clients. The role requires substantial experience, including management of financials and service desk operations. Candidates should have 10+ years in IT service management, strong client relations skills, and ITIL certification. This full-time position is primarily night shift and requires on-site work in Taguig and Pasig with an attractive salary budget of PHP 140,000.

Qualifications

• 10+ years of relevant experience in IT and service desk management.
• Experience managing financials including profit and loss.
• ITIL trained or certified.

Responsibilities

• Coordinate service delivery for key clients.
• Maintain governance across service management areas.
• Ensure operational service delivery quality.

Skills

Multilingual handling

BPO Service Desk management

Financial management

ITIL certification

Education

Vocational Diploma or Bachelor’s Degree

Job description

Description / Requirements

Job Title: Service Desk Manager (IT – Service Desk BPO)

Category: Service Desk / End User Services

Work set up: Amenable to work in Taguig and Pasig / 100% RTO

Work shift: Nightshift

Salary budget: PHP 140,000

Experience: 10+years

The role of the Service Delivery Manager (SDM) is responsible for co-coordinating the delivery of services for key clients. The SDM plays a vital role in creating long-term healthy relationships between the service provider and the client, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SDM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction. The SDM ensures the highest level of operational service delivery while maintaining the financial margins of the project.

Requirements

• Experience in handling multilingual
• At least 5-6 years as a manager
• Solid experience handling BPO Service Desk accounts
• ITIL trained or certified
• Experience in handling financials (profit and loss)
• With experience handling client accounts
• At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor’s/College Degree in any field.